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Help and FAQ
Step-by-step answers to the questions Mansa support hears most.
Mansa is in early access. Some answers describe parts of the full launch that are not open yet, such as online payments and signing in on mansafleet.com.
Payments and subscription
Payments by card and M-Pesa usually confirm within 2 minutes. Wait 5 minutes and reload the app. Open Settings → Subscription. A payment waiting for confirmation is listed there with its code. If you paid by M-Pesa, Airtel or bank transfer, paste the confirmation message (the SMS) in Subscription → "I have paid" so it can be matched. Still locked after 30 minutes? Open a support case: your payment is checked against the gateway; you are never charged twice. Did this solve it? Yes No
Check the number is a Safaricom line in the format 07XX XXX XXX and the phone is on and unlocked. Wait 1 minute; the prompt can be slow. Do not start a second payment while the first is open. Only 3 prompts per number are sent every 10 minutes. If you saw "Too many M-Pesa prompts", wait 10 minutes. Or pay with Lipa na M-Pesa (Pay Bill / Till) using the account number shown, then paste the SMS in Subscription → "I have paid". Did this solve it? Yes No
The payment provider is having trouble; Mansa stops sending payments to it for a short time so nothing is charged twice. Choose another way to pay in the payment window (card, M-Pesa, bank transfer), or try again in 5 minutes. Your access is not affected while a payment is being retried within the grace period. Did this solve it? Yes No
After the paid period ends you have 24 hours of grace. Paying before the countdown ends keeps your loyalty streak. Open Settings → Subscription → Pay now. Access comes back as soon as the payment is confirmed. Your data is kept safe. Companies already subscribed keep their current price; new tiers apply only to new subscribers. Did this solve it? Yes No
Signing in
Codes are 6 characters, capital letters and numbers. They never contain O, 0, I or 1, so check for look-alike characters. Every code is unique and a replaced code never works again. Ask your company admin for the current code. Owner-portal and caretaker codes only open that owner's or those trucks' statements. Did this solve it? Yes No
For security a session ends after 15 minutes without activity and 3 hours after sign-in. Sign in again; nothing is lost. You can be signed in on one device at a time. Signing in on a new phone or computer ends the session on the old one. If you were signed out and did NOT sign in elsewhere, change your password now and open a support case marked "security". Did this solve it? Yes No
Sensitive actions (payments, users, settings, driver ID details) need a sign-in within the last 15 minutes with your second factor. Enter the code from your authenticator app or the one sent to you. This is expected and protects your company. Lost your authenticator? Ask your company owner to reset it; Mansa support cannot bypass it. Did this solve it? Yes No
Mansa limits very fast repeated requests to protect all customers. Wait 1–5 minutes and try again. Avoid pressing a button repeatedly; one press is enough even if it looks slow. If a whole office shares one internet connection and is often limited, open a case: the limit can be adjusted. Did this solve it? Yes No
Pay statements
Check the owner's WhatsApp number in Fleet → Owners includes the country code (e.g. +1 or +254). WhatsApp opens on your device with the message ready: press Send there. If the PDF does not download, allow downloads for the Mansa site in your browser and try again. Did this solve it? Yes No
Imports
A card that is on no truck or driver must be placed before importing: pick a truck, a driver, or skip its purchases. Tick "Remember this card" so the next import knows it. Only the last 6 characters of the card are kept. Transaction fees printed on the statement are charged to that truck and replace the per-purchase rate, so fees are never charged twice. Did this solve it? Yes No
Every AI read is shown in a preview first: correct any field there before importing. Nothing is imported until you confirm. Use a flat, well-lit photo with the whole page in view, or the PDF instead of a photo of it. If Haiku's read fails the checks it is redone automatically on Sonnet. Where Mansa has switched your company to Gemini, a Gemini read that fails the checks or times out is redone on Claude the same way. Fuel statements download as Excel/CSV from the card website import exactly. Did this solve it? Yes No
Amazon Relay, truck miles and Mansa Drive
Take the screenshot of the Trips page with the trip IDs (starting "B-") visible. Trips cut off at the edge are marked: check their IDs before saving. Amazon Relay is part of the 6+ trucks plan. Did this solve it? Yes No
The miles service is unavailable for a moment. Type the miles in by hand; you can recalculate later. Check each stop is "City, ST" or a full address. Did this solve it? Yes No
Documents go to Mansa Drive only when the company's Drive account is active. Copies are sent in the background within a few minutes; a document that keeps failing is reported to Mansa automatically. Did this solve it? Yes No
Working offline
Changes made offline are kept safely on the device (encrypted) and sent when the connection returns. Keep the app open for a minute after the connection is back; the count of waiting changes goes to zero. Do not clear the browser's site data while changes are waiting. Did this solve it? Yes No